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Facing internal server errors on PDF Services API

Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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It seems that the Adobe API endpoint for converting DOCX to PDF files suddenly starting responding with ‘Internal Server Errors’ like the following at about 11:35 UTC yesterday (26 Oct):


ServiceApiException [message =An Internal Server Error has occurred.; transactionId=JThRBbTnKBb7sEWccpLnw2K9ZpQfaDsH, requestId = uTxjoJosgnxr9ZhRR4cY26baeJ6JKyai, httpStatusCode = 500, errorCode = INTERNAL_SERVER_ERROR]

 

We’re using the .NET Adobe.DocumentServices.PDFTools API client version 1.3.0

 

At about 15:16 UTC on 26 Oct we were able to stop the internal server errors by no longer setting the following options on the CreatePdfOperation:

 

CreatePDFOptions.WordOptionsBuilder().WithDocumentLanguage(targetLanguage.ToSupportedDocxDocumentLanguage()).WithCreateTaggedPDF(false).Build();

 

Could you help us understand why your service suddenly started responding with internal errors to all our DOCX to PDF conversion requests with these options set?

 

Also, in our metrics we see time periods where the conversions through the Adobe API are very slow, e.g. PDF to DOCX conversion around 07:30 UTC this morning. Is this a server resource problem on your side? Could you support us in getting better, more consistent performance out of the API?

 

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PDF Services API

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Adobe Employee ,
Dec 19, 2023 Dec 19, 2023

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Ok, so if you DO save it to a file, and use that, does it help?

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Community Beginner ,
Dec 19, 2023 Dec 19, 2023

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No, It won't works for me. That is why I'm directly passing it to pdf service api.

 

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Adobe Employee ,
Dec 19, 2023 Dec 19, 2023

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Right, but to be clear, saving as a file, OR using a stream, both of them fail? And do they fail in the same way? If so, you could send me the file to reproduce, right?

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Community Beginner ,
Dec 19, 2023 Dec 19, 2023

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Just now I tried with CreatePDFFromStaticHtml approach. there also I got same issue.

for tesing pupose I created html file and passed it to the pdf service api.

for your reference I added the static html content in doc file. just replace the index file in zip folder with update index file(relplace existing html code of index.html with html.docx content.)

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Adobe Employee ,
Dec 19, 2023 Dec 19, 2023

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So a few things. The generated HTML is not valid, for example, I see a lot of <html> tags, and only one should exist per document. I'm not saying that's the issue, but the result is not a valid HTML page. 

 

Secondly, while the input size is < 100 megs, it's still rather large, near 500 pages. I'll check with engineering, but I think the size is the issue.

 

 

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Community Beginner ,
Dec 19, 2023 Dec 19, 2023

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I believe 1st case is not an issue bcoz it's working in limited Page's

I'm getting memeorystream length as 2464693. Is it large?  

But my doubt is earlier it's generated with same data. Later it's not till today. 

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Adobe Employee ,
Dec 19, 2023 Dec 19, 2023

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I can recreate it with your HTML and the API. One quick note, do not forget that this service requires a zip file. If you are streaming an HTML string to memory, it will not work. The API expects a zip file of the HTML content, unless you are using the external URL support. Anyway, going to pass the request ID to engineering to see if we can get more info on the issue.

 

As a warning, Adobe goes into shutdown this Friday till the 2nd of next year. If this is urgent, and if you are an Enterprise customer w/ paid technical support, you should reach out to that person. 

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Community Beginner ,
Dec 19, 2023 Dec 19, 2023

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Yes for this approach I have zip file. I have some sample code downloaded while creation of credentials. I just replace the index.html file with my code. 

Yes please fwd request I'd your engineering team. Will see if anything works? 

 

At present I'm using free tier. If it is reach my expectations I'll plan for enterprise one. 

 

 

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Community Beginner ,
Dec 20, 2023 Dec 20, 2023

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hello Raymond. Did you get any update from engineering team?

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Adobe Employee ,
Dec 20, 2023 Dec 20, 2023

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They are looking into it. To set expectations, Adobe goes on a shutdown from Friday the 22nd to Jan 2. 

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Community Beginner ,
Dec 20, 2023 Dec 20, 2023

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Ok thank you.  If you got respose from team please post here asap.

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Community Beginner ,
Dec 21, 2023 Dec 21, 2023

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Hey Ratmond. Did you get any update from engineering team?

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Adobe Employee ,
Dec 21, 2023 Dec 21, 2023

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Not yet.

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Community Beginner ,
Jan 02, 2024 Jan 02, 2024

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Hi Raymond, did you get any response from engineering team?

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Community Beginner ,
Jan 02, 2024 Jan 02, 2024

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Today also I got same error. An Internal Server Error has occurred.; requestId=821bd9e3-d860-4525-8835-dddb7b21b29f

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Adobe Employee ,
Jan 02, 2024 Jan 02, 2024

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Not yet.

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Community Beginner ,
Jan 03, 2024 Jan 03, 2024

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Hey Raymond, Please update me once you got response from engineering team.

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Community Beginner ,
Jan 10, 2024 Jan 10, 2024

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Hi Raymond. Any update from engineering team? 

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Adobe Employee ,
Jan 10, 2024 Jan 10, 2024

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LATEST

Nope.

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Community Beginner ,
Dec 15, 2023 Dec 15, 2023

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Same problem here since 3 days.

 

regulary error for conversion pdf to docx with 

 

 

{"statusCode":502,"headers":{"Cache-Control":"no-store, must-revalidate, no-cache","Transfer-Encoding":"chunked","X-Request-ID":"7YtPdo2XI5yBOsjNsFFVR5MHL0SbR6Ck","Pragma":"no-cache","X-Content-Type-Options":"nosniff","Strict-Transport-Security":"max-age=31536000; includeSubdomains","x-robots-tag":"noindex,nofollow","Vary":"accept-encoding","Timing-Allow-Origin":"*","x-ms-apihub-cached-response":"true","x-ms-apihub-obo":"false","Date":"Fri, 15 Dec 2023 16:02:10 GMT","Content-Type":"application/json","Expires":"Thu, 01 Dec 1994 16:00:00 GMT"},"body":{"error":{"code":502,"source":"france-001.azure-apim.net","clientRequestId":"ae242d6e-edb6-457b-a4e9-ad99c432a034","message":"BadGateway","innerError":{"error":{"code":"INTERNAL_SERVER_ERROR","message":"There was an error processing your request."}}}}}

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Adobe Employee ,
Dec 15, 2023 Dec 15, 2023

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Gregory, there is no need to post multiple times. I responded on your other thread. 

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